Information Technology Engineer II

Company Information

At Advarra, we are passionate about making a difference in the world of clinical research and advancing human health. With a rich history rooted in ethical review services combined with innovative technology solutions and deep industry expertise, we are at the forefront of industry change. A market leader and pioneer, Advarra breaks the silos that impede clinical research, aligning patients, sites, sponsors, and CROs in a connected ecosystem to accelerate trials.

Company Culture

Our employees are the heart of Advarra. They are the key to our success and the driving force behind our mission and vision. Our values (Patient-Centric, Ethical, Quality Focused, Collaborative) guide our actions and decisions. Knowing the impact of our work on trial participants and patients, we act with urgency and purpose to advance clinical research so that people can live happier, healthier lives.

At Advarra, we seek to foster an inclusive and collaborative environment where everyone is treated with respect and diverse perspectives are embraced. Treating one another, our clients, and clinical trial participants with empathy and care are key tenets of our culture at Advarra; we are committed to creating a workplace where each employee is not only valued but empowered to thrive and make a meaningful impact.

Job Overview Summary

Working under general supervision, the Information Technology Engineer II provides Tier 1 & 2 technical support and is responsible for identifying, troubleshooting and prioritization and the timely escalation of technical problems and service requests. They are responsible for tracking and monitoring all incoming requests as necessary to meet company defined service level agreements including providing status reports to IT management and end-users. They will maintain IT assets, user accounts and hardware and software inventory supply records.

Job Duties & Responsibilities

• Manage all end user interactions including:

• Installation, upgrades, troubleshooting, repairs of all devices and software and the documentation and verification of specific steps taken.

• Recovery of corrupted/ failed device data

• Coordination with IT vendors and contractors

• Insuring applicable antivirus and malware protection

• Reporting all non-compliance with IT Policies and Procedures

• Tracking and reporting movement of devices and changes in installed software

• Reporting all operational issues and significant concerns to management

• Screens, prioritizes, and fulfills helpdesk tickets in Jira Service Management and reports on status

• Escalate service desk requests in a timely fashion to other engineers, as necessary

• Track and monitor problem resolution rates and status for all active IT related helpdesk tickets

• Provide in-person, telephone, and remote technical assistance for IT supported solutions

• Conduct day-to-day IT Department organizational tasks, including:

• On- and off-boarding of user accounts and equipment

• Maintain organization and security of inventory for all IT hardware and software

• Ordering, receiving, tracking, and distributing purchased products

• Organizing and maintaining clutter-free IT storage, staging and personal work areas

• Follow applicable IT Department and Advarra's Procedures

• Proactively learn and utilize new technologies, concepts, and procedures as appropriate to project requirements

• Identify opportunities to improve and update software and systems

• Design training programs and workshops for staff

• Other duties which may be assigned to support Advarra's Mission Statement and Core Values

• This position is included, and expected to participate, in a rotating schedule of on-call participants to ensure that the after-hours needs of the company are met in a reliable manner

• Working under direct supervision may also be responsible for routine system administrative task, including:

• Conducting system maintenance and operational checks

• Monitoring backup performance and rotation to media to off-site facility

• Creation of standardized workstation images and maintaining records of image distribution and inventory

• Other administrative tasks as requested

Location

This role is open to candidates working Hybrid in Wellesley, MA.

Basic Qualifications

• 3-5 years of customer-focused experience in supporting end users running, troubleshooting, and configuring mainly Microsoft Windows workstation products; Mac platform a plus
• Bachelor's degree or equivalent combination of education and related work experience

Preferred Qualifications

• Proficient with Windows 11 operating systems, Azure Active Directory administration, Exchange Online, Microsoft Office Suite
• Proven experience with end point management tools or platforms, Kaseya preferred
• Familiar with workstation security configuration, including local and network accounts, user permission, etc.
• Advanced knowledge of installing, configuring, troubleshooting and administering cloud-based services including Microsoft 365, Slack, Zoom
• Strong organization and multi-tasking skills
• Work independently; planning, organizing, scheduling and completing work within deadlines
• Maintain a high level of confidentiality and discretion within the IT department
• Prioritize and manage conflicting requests and tasks
• Ability to adapt to changes in technology, equipment and/or processes
• Effective verbal and written communication skills
• Excellent customer service skills
• Ability to provide support to and interact with all levels of roles in the business, including executive level leadership

Physical and Mental Requirements

• Sit or stand for extended periods of time at stationary workstation
• Regularly carry, raise, and lower objects of up to 10 Lbs.
• Learn and comprehend basic instructions
• Focus and attention to tasks and responsibilities
• Verbal communication; listening and understanding, responding, and speaking

Advarra is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law. Advarra provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Advarra takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment.

The base salary range for this role is $70,561 - $122,684. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.